Technical Success Manager - Cloud @ Customer
November 11, 2016
Position Type:
Full Time
Business Development, Customer Service, Sales
Technical Success Manager for Enterprise Infrastructure Cloud Engagements

• Executes on the value-based architecture defined in the pre-sales solution definition phase
• Performs rapid assessments of client's internal technology & skills landscape, targeting use cases and deployment strategy for Cloud@Customer products • Drives Cloud@Customer adoption/usage and issue escalation - engaging with Cloud Ops and PM Technical team, as needed • Ensures that the customer is enabled to use the Cloud@Customer products and features to increase usage • Ensures that customer applications are successfully built/ migrated and integrated into the Cloud@Customer products • Serves as the voice of the customer - the customers' advocate and provide feedback to product management and development organizations to enhance both the Service and Oracle processes • Owns weekly reporting cadence on progress • Trouble shoots issues - hands-on keyboard - in managed and Engineered Systems environments • Escalates unresolved customer Cloud infrastructure technical issues - to be worked within the Oracle extended Cloud operations, Dev and Support ecosystem • Orchestrates the continuous Oracle understanding of Cloud@Customer use case requirements and expansion - aligning internal Oracle stakeholders/account activities with the customer's business case, strategy and milestone events • Educates customers on new Cloud Service features and releases • Drives high customer satisfaction, as measured by referenceability and renewals Essential Skills: • Hands-on experience with Oracle Engineered Systems/Database/Networking/Operating Systems • Understand the principles of Oracle Cloud Architecture • Expertise to develop a hybrid cloud architecture based on customer requirements, as defined in the pre-sales solution development phase • Knowledge of how to migrate on-prem workloads and processes to Cloud@Customer - including networking and connectivity requirements • Knowledge of Oracle Applications architecture, roadmaps and strategies • Knowledge of large DW and Oracle BI migrations • Impeccable client facing and communication skills
Overall, this IC role is hands-on, applying networking, OS, Database and Application skills to successfully deploy applications on Oracle Cloud Machine.
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

Develop long term partnership with our largest and most complex clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle*s internal operations. Identify product expansion/up sell opportunities. Interface at highest levels both internally and within clients. Assigned side projects designed to move the client success organization forward. Required to act as mentor to new CSMs

Provide leadership and expertise in devleopment of tools, processes and activities performed by the CSM group. Recommended 10 to 12 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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